SOFTWARE TECHNOLOGY PARKS OF INDIA

(Department of Electronics and Information Technology,

Ministry of Communications & Information Technology, Govt. of India)

International InfoTech Park, Tower # 7, Floor # 6, Vashi Railway Station Complex,

Vashi, Navi Mumbai - 400705.

EPABX: 91–22–27812102/ 03/ 04; Fax : 91–22–27812034

website:

Escalation Procedure for STPI-Mumbai Datacom Services

This organization is staffed 24 x 7 Hrs by Technical Staff for providing On-Line support to the Customer’s problems. They are also responsible for notification and escalations to the appropriate management personnel after a certain time frame as defined below:

Escalation Level /

Contact Person

/ Fault Severity/Time Frame
Escalation Level 1 / HELP-DESK Shift Engineers
Off : +91- 022 - 28323005/28304761
/27812408/27812688
Email:
/ 2 hrs
Escalation Level 2 / NOC-IN-CHARGE Shri. Vinayak Salve
Off : +91- 022 -28343742
Fax: +91- 022 - 27812034
Mobile : 9869442016
Email : / 4 hrs
Escalation Level 3 / MTSS-V Shri. Manhar Gadhavi
Off : +91- 022 - 28343742
Fax: +91- 022 - 27812034
Mobile :9920852098
Email : / 6 hrs
Escalation Level 4 / ASSISTANT DIRECTOR Smt. Bhawna Meena
Off : +91- 022 - 28343742
Fax: +91- 022 - 27812034
Mobile : 9819130720
Email : / 8 hrs
Escalation Level 5 / DEPUTY DIRECTOR Shri. Manas Ray
Off : +91- 022 - 28394926
Fax: +91- 022 - 27812034
Mobile : 9869462660
Email : / 10 hrs
Escalation Level 6 / DIRECTOR,MAHARASHTRA
Dr. S. K. Agrawal
Off : +91- 022 - 27812102/27812103
Fax: +91- 022 - 27812034
Mobile : 9920098288
Email : / 12 hrs
S.No /

Steps for Logging the Call

1 /

Reporting of complaints by the customer

All complaints are reported to the NOC –24/7 helpdesk through any of the means:
Tel : + 91 – 022 - 28323005/28304761/27812408/27812688
Fax: : + 91- 022 - 27812034
E - Mail:

Note
  1. The customer should state the Company Name, Circuit reference and type of Fault.
  2. Give call back Telephone Number and Contact name.
3. Logging of complaint is mandatory to ensure you get a fault ticket number for your further reference and auto escalation through our work flow system.
2 / Generation Of Fault Ticket No
The NOC – 24/7 helpdesk will enter the details in the fault report management system and will inform to the customer about the following:
Fault Ticket No.
Name of the Shift Engineer
Expected Restoration Time
3 / Updates to Customer
Update to the customer will be given at regular intervals
4 / Escalation of Complaint (By Customer)
The customer is free to escalate to relevant STPI personnel in case 24/7 helpdesk does not revert as per Matrix enclosed
5 /
Ticket Closure
Once the fault has been corrected, NOC –24/7 helpdesk will contact the customer to ensure that customer is satisfied with service restoration.
The fault ticket will be closed in accordance with the customer’s verbal acceptance.
Detailed Root cause analysis report will be sent to customer upon satisfactory performance

TROUBLE REPORTING PROCEDURES

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